Embedded Files
Modifications main rules for In city and City to city
City to City modification main rules
City to City modification main rules
If ride scheduled pick up time is less than 24 hours call live OPS to confirm changing (pickup time / Location or the Dropoff location) once get confirmation proceed with the modification.
Limo rides can not be modified from Customer app.
If the customer requested to modify the Pickup or the Dropoff location, please follow the below:
Modify comment if both (original location and new location) in the same place.
If the new location is far from the original, cancel the booking and create a new one.
If the new location is in the same city it means the ride type is a Safe ride not Limo, and in this case you need to cancel the original booking and reissue a new one.
In city modifications main rules
In city modifications main rules
If the ride scheduled pick up time is less than 60 minutes, the customer will not be able to modify the pickup date, time, or location.
If the Payment Methods is Credit, the Pickup & Drop off Location can't be modified
If the customer is requesting any type of ride modification for an hourly package with the pickup or drop being an airport , please cancel the ride and book a new ride.
Changing payment method is not available.
These rules apply to both (Mobile & Call Center) bookings
The table below applies to both channels, call center and Customer App, except for the 'To Customer' status, where modifications cannot be made from the Customer App. In this case you can modify the ride from your end without providing a modification steps through the App.
Inform the customer with the following: "I can see that the driver is on the way to you; however, I have made the modification on my end. Let me know if you need further assistance".
After checking the above rules, please follow the below rule depending on the ride type and status
To take the action to modify the Pickup and/or drop off click here
Important Notes
Changing The Payment Method is not available the only way is to cancel and rebook if the customer approves take the action but take into consideration the cancellation policy and weather or not the cancellation is within the safe time.
If the customer requests to modify the pickup or drop-off location to a specific airport terminal, you can leave a comment with the terminal number in the comment section.
Modification Guidelines
If the customer's Modification request is not clear(Date, Time, Comment, Location): Don't make any changes and provide the customer with the modification steps through the App.
To edit the pickup or drop-off location through customer LC App:
• Go to My Rides
• Select Upcoming Rides
• Tap the edit icon next to the pickup or drop-off address.
To edit the pickup date and time through customer LC App:
• Go to My Rides
• Select Upcoming Rides
• Tap the edit icon at the top right corner next to the ride status.
You have always to check the Modification Rules first before proceeding with any action or providing the steps.
In cases where the customer is not eligible for modification based on the modification policy, it is mandatory to either:
Educate the customer on the modification policy.
Provide a suitable alternative solution, depending on the reason why the modification cannot be made.
A Customer Is Asking To Modify Trip Details And He/She Is An Existing Customer And Calling From The Registered Phone Number
The Dispatching system will show the below:
Confirm with the customer that he/she would like to modify on this account not on another account.
According to the customer's request he/she might be looking to modify one of the below:
Page updated
Google Sites
Report abuse